TEST BANK for Business Communication Today, Global Edition 15th Edition by Courtland Bovee, John Thi by digitaldownload87

Business Communication Today, 15e (Bovee/Thill) Chapter 1 Understanding the Foundations of Business Communications 1) Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) speaking to others. E) providing data to benefit the speaker. Answer: A Explanation: A) Communication is a two-way process that begins with the sender and ends when the receiver acquires information and meaning. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages 2) Which of the following must occur for communication to be considered successful? A) The audience must be aware a message is being constructed. B) The message must be sent using more than one media method. C) It must transfer or negotiate understanding. D) The audience must agree with the goals of the message. E) The message must offer a benefit to both the sender and the receiver. Answer: C Explanation: C) Communication is the process of transferring information and meaning between senders and receivers, using a variety of media forms. Communication can happen in a variety of ways, but there must be a transfer of understanding for the communication to be successful. Understanding does not mean agreement. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

3) Which of the following developments is putting additional pressure on communication skills? A) Having great ideas B) The need for managers to connect with staff and external business partners C) Connecting with those who have a similar background D) Utilizing established company networks E) The changing nature of employment Answer: E Explanation: E) Ambition and great ideas aren't enough. You'll need to communicate with a wide variety of people if you want to succeed in business. The changing nature of employment is putting new pressure on communication skills, too. Many companies now supplement their permanent workforces with independent contractors who are brought on for a short period or even just a single project. Difficulty: Easy LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 4) Which of the following is one of the benefits of strong communication skills? A) More detailed strategic plans B) The ability to prevent stakeholders from switching to competitors C) Stronger relationships D) Eliminating risk E) Fewer employee leaks of sensitive information Answer: C Explanation: C) Just as in personal and social relationships, business relationships depend on effective connections between the company and all stakeholders, including employees, customers, and others affected by the company's business decisions. Communication helps to foster emotional connections that create a healthy work environment. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

5) Which of the following is the term for all the parties affected by the actions of an organization? A) Employees B) Managers C) The network D) Stakeholders E) The government Answer: D Explanation: D) Stakeholders are those groups affected in some way by the company's actions: customers, employees, shareholders, suppliers, neighbors, the community, the nation, and the world as a whole. Difficulty: Easy LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 6) Which of the following can communicators do to make sure they share facts rather than vague impressions? A) Provide optimistic information B) Present information in a concise manner C) Offer compelling arguments and recommendations D) Identify areas of responsibility E) Use concrete language with specific detail Answer: E Explanation: E) Use concrete language, specific detail, and information that is clear, convincing, accurate, and ethical. Even when an opinion is called for, present compelling evidence to support your conclusion. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

7) Which of the following will help the audience understand how they will benefit from your message? A) Offering compelling arguments and recommendations B) Clarifying expectations and responsibilities C) Presenting information in an efficient manner D) Providing practical information E) Giving vague impressions Answer: A Explanation: A) Show your readers precisely how they will benefit by responding the way you want them to respond to your message. This is done by offering compelling, persuasive arguments and recommendations. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 8) Which of these is a reason why it's important to learn how to communicate efficiently? A) Efficient messages are cheaper to transmit. B) Efficient messages don't need to convey as many facts. C) Concise messages don't need to be personalized. D) Short messages are easier to write. E) Concise messages show respect for people's time. Answer: E Explanation: E) To make your communication efforts as effective as possible, focus on making them practical, factual, concise, clear, and persuasive. Concise messages show respect for people's time, and they increase the chances of a positive response. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 9) Improving your communication skills may be the single most important step you can take in your career. Answer: TRUE Explanation: The world is full of good marketing strategists, good accountants, good engineers, and good attorneys—but it is not full of good communicators. Strong communication skills will help you stand out from your competition in the job market. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 4 Copyright © 2021 Pearson Education, Inc.

10) Senior executives spend less and less of their workday communicating as they take on more leadership responsibility. Answer: FALSE Explanation: If you launch a company or move into an executive role in an existing organization, you can expect communication to consume the majority of your time. Top executives spend most of their workdays communicating, and businesspeople who can't communicate well don't stand much chance of reaching the top. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 11) Strong communication skills are important even for employees with technical skills, such as engineers and accountants. Answer: TRUE Explanation: In fields such as engineering or finance, you often need to share complex ideas with executives, customers, and colleagues, and your ability to connect with people outside your field can be as important as your technical expertise. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 12) Describe five characteristics of effective business messages. Answer: Effective business messages provide practical information that immediately helps receivers in concrete ways. Such messages present facts rather than vague impressions, communicate efficiently and concisely, and clarify expectations and responsibilities.. Finally, effective business messages offer compelling, persuasive arguments and recommendations. Difficulty: Moderate LO: 1.1: Explain the importance of effective communication to your career and to the companies where you will work. Skill: Concept AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

13) The quality of performing at a high level and conducting oneself with pride and purpose is known as A) expediency. B) professionalism. C) entrepreneurialism. D) management. E) personality. Answer: B Explanation: B) Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Reflective thinking Learning Outcome: Discuss the challenges and importance of business communications 14) Understanding people's feelings and managing your own feelings in a productive way is referred to as A) common sense. B) professionalism. C) distraction. D) emotional intelligence. E) compatibility. Answer: D Explanation: D) Relating to the needs of others is a key part of emotional intelligence, which is the ability to read other people's emotions accurately and to manage one's own emotions in productive ways. The more you know about your audience, the easier it will be to focus on their needs, which will make it easier for them to hear and respond positively to your message. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Interpersonal relations and teamwork Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

15) All elements of professionalism depend on A) using effective communication skills. B) developing strong recommendations. C) having clear expectations of the job. D) pursuing practical skills. E) providing only fact-based information. Answer: A Explanation: A) Professionalism can be broken down into six distinct traits: striving to excel, being dependable and accountable, being a team player, demonstrating a sense of etiquette, making ethical decisions, and maintaining a positive outlook. The key aspect of these elements of professionalism depends on effective communication. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 16) Which of the following encompasses all communication that occurs outside the lines of command in the company's organization structure? A) The lateral communication network B) A diagonal communication network C) The informal communication network D) A horizontal communication network E) The audience-centered communication network Answer: C Explanation: C) Informal communication takes place naturally when employees interact, both on the job and in social settings. Some of it takes place when the formal network doesn't provide information that employees want. The informal communication network is located wherever workers congregate, which could be hallways, drinking fountains, or lunchrooms. Informal communication also takes place on telephones and through email and social networks. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Plan and prepare business messages

17) Which of the following is the ability to evaluate evidence completely and use that evidence to form a logical conclusion? A) Professionalism B) Audience-centered approach C) Critical thinking D) Digital information fluency E) Ethics Answer: C Explanation: C) Critical thinking is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 18) What communication network is being followed when ideas follow the lines of command in an organization? A) Horizontal B) Informal C) Critical D) Formal E) Diagonal Answer: D Explanation: D) Every organization has a formal communication network, in which ideas and information flow along the lines of command (the hierarchical levels) in the company's organization structure. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

19) An audience-centered approach to communication involves A) saying whatever it takes to win over the members of your audience. B) embedding a layer of technology between you and your audience members. C) respecting, understanding, and meeting the needs of your audience members. D) focusing on how the members of the audience can help you obtain your goals. E) preparing a message as if the audience will not be interested. Answer: C Explanation: C) Use an audience-centered approach to help you understand and respect the members of your audience, and then make every effort to get your message across in a way that's meaningful to them. Difficulty: Difficult LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 20) How does information flow between departments when people are trying to coordinate tasks or solve complex organizational problems? A) Upwardly B) Diagonally C) Informally D) Vertically E) Horizontally Answer: E Explanation: E) Horizontal communication flows between departments to help employees share information, coordinate tasks, and solve complex problems. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

21) Which of the following can best be described as recognizing information needs, locating and evaluating reliable sources of information, organizing information into cohesive messages, and using information ethically? A) Formal communication B) Workplace proficiency C) Digital information fluency D) Positive work relationships E) Social communication models Answer: C Explanation: C) Employers expect you to be able to recognize information needs, locate and evaluate reliable sources of information, organize information into cohesive messages, and use information ethically, often referred to as digital information fluency. Difficulty: Difficult LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 22) Which of the following is the term for a combination of skills that includes social skills and the ability to relate to the needs of others? A) Etiquette B) Emotional intelligence C) Informal communications D) Formal communications E) Critical thinking Answer: B Explanation: B) This ability to read other people's emotions accurately and to manage one's own emotions in productive ways is called emotional intelligence. The ability to relate to the needs of others is a key part of emotional intelligence and is widely considered to be a vital characteristic of successful managers and leaders. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

23) How can communicators ensure they are using an audience-centered approach to their communication? A) Incorporate a strong sense of etiquette B) Send the message through several communication channels C) Develop the message in a way that is meaningful to the audience D) Provide instructions to the audience on how to decode the message E) Create communication barriers for all information other than that which you are conveying Answer: C Explanation: C) An audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 24) In the formal communication network, what type of communication path is used when information flows from leadership to employees? A) Upward B) Horizontal C) Vertical D) Downward E) Multidirectional Answer: D Explanation: D) Downward communication flows from executives to employees, conveying executive decisions and providing information that helps employees do their jobs. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

25) Which of the following is one way employees can practice the "you" attitude in their communication efforts? A) Explain their educational background and expertise B) Include a great amount of detailed background information C) Avoid digital forms of a message whenever possible D) Assume the audience has a high degree of emotional intelligence E) Learn as much as possible about the audience's biases and style Answer: E Explanation: E) When adopting the "you" attitude, learn as much as possible about the biases, education, age, status, style, and personal and professional concerns of your receivers. If you're addressing people you don't know and you're unable to find out more about them, try to project yourself into their position by using common sense and imagination. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 26) Which of the following is a vital element of audience-centered communication? A) Professional etiquette B) Bias C) Emotional intelligence D) The "you" attitude E) Ethics Answer: A Explanation: A) A vital element of audience-centered communication is etiquette, the expected norms of polite behavior in any particular situation. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 27) Which of the following is an expected behavior on the job? A) Using text messaging whenever possible B) Communicating ethically C) Saving time by limiting research sources D) Ensuring others are listening to what you have to say E) Using text language and shortened forms of grammar and spelling whenever possible Answer: B Explanation: B) Communicating ethically, even when choices aren't crystal clear or you have to share news that people don't want to hear, is expected of all employees. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 12 Copyright © 2021 Pearson Education, Inc.

28) Which of these skills is used to evaluate evidence completely and objectively in order to make sound recommendations? A) Decoding skills B) Professionalism C) Critical thinking D) Persuasive arguments E) A formal communication network Answer: C Explanation: C) Critical thinking is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 29) Adopting the "you" attitude is part of developing an audience-centered approach to communication. Answer: TRUE Explanation: An audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. This approach is also known as adopting the "you" attitude, in contrast to messages that are about "me." Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 30) Critical thinking includes using time management skills and accepted standards of texting and instant messaging language. Answer: FALSE Explanation: Critical thinking is the ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

31) Why is communication important to professionalism? Answer: Professionalism is the quality of performing at a high level with purpose and pride. Professionals do more than put in the hours and collect a paycheck; instead, they go beyond minimum expectations and commit to making meaningful contributions. Without strong communication skills, you won't be able to perform to your potential and others won't recognize you as the professional you aspire to be. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 32) Discuss professionalism and explain the six distinct traits of a professional. Answer: Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. It means doing more than putting in the hours and collecting a paycheck: True professionals go beyond minimum expectations and commit to making meaningful contributions. Professionalism can be broken down into six distinct traits: striving to excel, being dependable and accountable, being a team player, demonstrating a sense of etiquette, making ethical decisions, and maintaining a positive outlook. Difficulty: Difficult LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 33) Discuss the range of communication tasks that employers expect you to be competent at. Answer: Today's employers expect you to be competent at a range of communication tasks that reflect the value of communication. First, employers expect you to be able to acquire, process, and share information based on the information needs of the audience, and use that information ethically. Second, employers expect you to use communication to foster positive working relationships by practicing listening, etiquette, respectful conflict resolution, and communication with those of diverse backgrounds. Third, employers expect you to act responsibly and professionally on social media and other public venues, and to follow accepted standards of grammar, spelling and quality in writing and speaking. Fourth, employers expect efficiency in using tools they provide. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

34) Discuss how the "you" attitude reinforces an audience-centered approach to communication. Answer: An audience-centered approach involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them. This approach is also known as adopting the "you" attitude, where you is the person receiving the message, in contrast to messages that are about me as the sender. Learn as much as possible about the beliefs, education, status, communication style, and personal and professional concerns of your readers and listeners. Relating to the needs of others is a key part of emotional intelligence, the ability to read other people's emotions accurately and to manage one's own emotions in productive ways. The more you know about the people you're communicating with, the easier it will be to focus on their needs—which, in turn, will make it easier for them to hear your message, understand it, and respond positively. Difficulty: Moderate LO: 1.2: Explain what it means to communicate as a professional in a business context. Skill: Application AACSB: Written and oral communication, Diverse and multicultural work environments Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 35) When someone is deciding how to express an idea, which stage of the communication model are they engaging in? A) Identifying the motivation for the idea B) Transmitting the message through a channel C) Understanding how the audience will respond to the message D) Encoding the idea as a message E) Producing the message in a transmittable medium Answer: D Explanation: D) When someone puts an idea into a message—the "container" for an idea—he or she is encoding it, or expressing it in words or images. Difficulty: Easy LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

36) Which of the following is one of the goals of the sender when thinking about how an audience might respond to the message? A) The receiver will provide verbal feedback. B) The receiver will be able to encode the message. C) The message can be transmitted through several channels. D) Technology will be used to improve the downward communication process. E) The receiver will be motivated to respond. Answer: E Explanation: E) By crafting messages in ways that show the benefits of responding, senders can increase the chances that recipients will respond in positive ways. Whether a receiver responds as the sender hopes depends on the receiver remembering the message long enough to act on it, being able to act on it, and being motivated to respond. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 37) What is a communication medium? A) The form a message takes B) The appropriate length of a message C) The communication channel used D) The number of potential distractions a message might encounter E) The identification of the audience preference in receiving messages Answer: A Explanation: A) The distinction between medium and channel can get a bit murky, but think of the medium as the form a message takes (such as a Twitter update) and the channel as the system used to deliver the message (such as a mobile phone). Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

38) Why is it valuable to get feedback from audience members after they receive a message? A) To ensure the verbal and nonverbal messages are consistent B) To help the audience remember the message C) To evaluate the effectiveness of the message D) To determine if the audience is motivated to respond E) To ensure the message was decoded correctly Answer: C Explanation: C) In addition to responding (or not responding) to the message, audience members may give feedback that helps the sender evaluate the effectiveness of the communication effort. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 39) Which of the following is a type of communication barrier that could result from multitasking? A) Channel breakdowns B) Digital fluency C) Critical thinking D) Distractions E) Lateral communication Answer: D Explanation: D) The common habit of multitasking—attempting more than one task at a time— is practically guaranteed to create communication distractions. Multitasking dramatically increases the workload on your brain because you're forcing it to constantly switch between sets of rules and contexts, which require it to reorient each time. Difficulty: Easy LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

40) Which of the following is one way an employee can minimize distractions created by incoming messages? A) Respond to the message as soon as it is received B) Delete all messages older than two weeks C) Use short text messages whenever possible D) Respond only to messages where you are the intended audience E) Set aside specific times to deal with messages Answer: E Explanation: E) Set aside time to attend to messages all at once so that you can focus the rest of your work time on other tasks. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 41) Which of the following best describes the ability to focus on a subset of incoming stimuli while ignoring others? A) Selective attention B) Distraction C) Channel breakdown D) Multitasking E) Communication barriers Answer: A Explanation: A) One of the mind's defenses against the barrage of messages and noise is selective attention, which is focusing on a subset of the incoming stimuli or information sources and ignoring others. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

42) Which of the following is one way to help the audience notice your message? A) Use the same delivery channel every time B) Use images and designs your audience is familiar with C) Design the message to be viewed on one specific device D) Embed links to more detailed discussions about your topic E) Address the audience's needs before your own Answer: B Explanation: B) Use words, images, and designs that are familiar to your audience to emphasize familiarity. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 43) Which of the following is a good way to demonstrate empathy when crafting a message? A) Address the sender's needs B) Send the message using multiple channels C) Address the audience's needs D) Use unfamiliar and unique images E) Tell the audience why they should care Answer: C Explanation: C) Make sure your messages speak to the audience by clearly addressing their wants and needs—not yours. People are inclined to notice messages that relate to their individual concerns. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

44) In the communication process model, ________ describes the step in which the audience extracts the idea from a message. A) processing B) encoding C) translating D) decoding E) transmitting Answer: D Explanation: D) A received message doesn't "mean" anything until the recipient decodes it and assigns meaning to it, and there is no guarantee the receiver will assign the same meaning the sender intended. Decoding is the act of interpreting the message, of changing it from a set of symbols to a form that the human brain can understand. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 45) How can a writer increase the chance that a message will be remembered and retrieved by the receiver? A) Make the message interactive and conversational B) Be sensitive to the audience's wants and needs C) Use social media to share the message D) Invite the audience to participate in the conversation E) Develop the message using a broadcasting mindset Answer: B Explanation: B) In general, people find it easier to remember and retrieve information that is important to them personally or professionally. Consequently, by communicating in ways that are sensitive to your audience's wants and needs, you greatly increase the chance that your messages will be remembered and retrieved. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

46) Which of the following describes an interactive, conversational, and open process that allows all who wish to participate in a conversation to do so? A) Publishing B) Diagonal flow of communication C) Social communication model D) Digital literacy E) "You" attitude Answer: C Explanation: C) The social communication model of business communication is interactive, conversational, and usually open to all who which to participate. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Explain how to create messages for different electronic media 47) Which of the following is one of the ways businesses utilize the social communication model? A) Transmitting fixed messages about a brand B) Limiting access to stakeholders C) Incorporating a "we talk, you listen" model D) Giving customers a voice they did not have in the past E) Allowing information to flow from the top of the organization Answer: D Explanation: D) Audience members are no longer passive recipients of messages but active participants in a conversation. Social media have given customers and other stakeholders a voice they did not have in the past. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications

48) Which of the following is a disadvantage of the social communication model? A) Information flows in one direction B) User needs cannot be addressed quickly C) Excessive costs D) The incorporation of hybrid approaches E) Potential for information overload Answer: E Explanation: E) With the social model of communication, there are more communication channels to monitor, more work is needed to separate valuable information from noise, there is a greater risk of the spread of false information, and there is a greater threat of information overload. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications 49) A potential disadvantage of the social communication model is that any stakeholder can shape public perceptions in significant and unanticipated ways. Answer: TRUE Explanation: Today, more stakeholders have a say in the conversation via social media, and they can use the power of the crowd to shape public perceptions in significant ways, such as arranging boycotts of companies whose policies they disagree with or influencing where and how companies advertise. Messages can be amplified, distorted, or misused in ways the original sender never envisioned. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 50) If a message is fact-based, it will not be interpreted based on culture or personal beliefs. Answer: FALSE Explanation: Assigning meaning through decoding is a highly personal process influenced by culture, individual experience, learning and thinking styles, ego, hopes, fears, beliefs, and even temporary moods. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

51) Filters, which are human or technological interventions between the sender and the receiver, can block or distort messages. Answer: TRUE Explanation: Messages can be blocked or distorted by filters, which are any human or technological interventions between the send and the receiver. Filtering can be both intentional (such as automatically filing incoming messages based on sender or content) or unintentional (such as an overly aggressive spam filter that blocks legitimate emails). Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 52) The only thing a person needs to receive a message is technical compatibility with the person who is sending the message. Answer: FALSE Explanation: Before someone can receive a message, he or she must sense it, select it, and then perceive it as a message. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 53) The more shared experiences (personal, professional, and cultural) the sender has with an audience, the more likely it is that the audience will understand the intended meaning of the message. Answer: TRUE Explanation: In general, the more experiences you share with another person, the more likely you are to share your perceptions of the world and therefore arrive at the same meanings for a given message. Careful audience analysis helps you understand how much of this overlap you have with your readers or listeners. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

54) Describe the eight steps in the basic communication model. Answer: 1. The sender has an idea. Whether a communication effort will ultimately be effective depends on the nature of the idea and the motivation for sending it. 2. The sender encodes the idea as a message. When someone puts an idea into a message, he or she is encoding it, or expressing it in words or images. 3. The sender produces the message in a transmittable medium. With the appropriate message to express an idea, the sender now needs a communication medium to present that message to the intended audience. 4. The sender transmits the message through a channel. The channel is the system used to deliver the message (such as a mobile phone). 5. The audience receives the message. If the channel functions properly, the message reaches its intended audience. However, mere arrival at the destination is no guarantee that the message will be noticed or understood correctly. 6. The audience decodes the message. After a message is received, the receiver needs to extract the idea from the message, a step known as decoding. 7. The audience responds to the message. Whether a receiver responds as the sender hopes depends on the receiver (a) remembering the message long enough to act on it, (b) being able to act on it, and (c) being motivated to respond. 8. The audience provides feedback to the sender. In addition to responding (or not responding) to the message, audience members may give feedback that helps the sender evaluate the effectiveness of the communication effort. Difficulty: Difficult LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Application AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 55) Discuss two disadvantages of the social communication model. Answer: Now that more stakeholders have a say in the conversation via social media, they can use the megaphone power of the crowd to shape public perceptions in significant ways, such as arranging boycotts of companies whose policies they disagree with or influencing where and how companies advertise. A second potential disadvantage of the social model is complexity. Companies and individuals have access to more information than ever before, which is both positive and negative. On the negative side, there are more communication channels to monitor, more work is needed to separate valuable information from noise, there is a greater risk of the spread of false information, and there is a greater threat of information overload. Difficulty: Moderate LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

56) Describe four common types of communication barriers. Answer: Four common types of communication barriers are noise and distractions, competing messages, filters, and channel breakdowns. Noise and distractions can be both physical and emotional and are especially common due to the widespread habit of multitasking. Competing messages make it difficult to gain and keep your audience's attention and can result in information overload, which makes it difficult to distinguish between useful and useless information and increases workplace stress. Messages can be blocked or distorted by filters, which are any human and/or technological interventions between the sender and the receiver. Filtering can be intentional or unintentional. Finally, channel breakdowns occur when the channel you select fails to deliver your message at all. Difficulty: Difficult LO: 1.3: Contrast the conventional communication process model with the social communication model. Skill: Concept AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications 57) Information overload is A) a condition caused by receiving more information than can be effectively processed. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high-tech jobs. D) a condition where information tools can waste as much time as they save. E) an accepted aspect of mobile technology. Answer: A Explanation: A) The overuse or misuse of communication technology can lead to information overload, in which people receive more information than they can effectively process. Information overload makes it difficult to discriminate between useful and useless information, lowers productivity, and amplifies employee stress both on the job and at home. Information overload has nothing to do with fear of technology. Anyone who uses a computer, a smart phone, or other advanced gadget is susceptible to information overload. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Discuss the challenges and importance of business communications

58) Which of the following is an example of a potential benefit that technology brings to business communication? A) People take more time in crafting clear and persuasive messages. B) Barriers can be created to limit participation in the process. C) Information overload is reduced through information filtering. D) Creating and consuming messages can require less time and effort. E) Complex sets of data need less explanation. Answer: D Explanation: D) There are five key areas of benefits technology brings to the communication process. One of those is that technology makes communication more efficient by reducing the time and effort needed to create, transmit, and consume messages. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 59) Which of the following describes how to use technology effectively in the communication process? A) As an aid to making communication more efficient B) As a replacement for face-to-face communication C) As a tool to replace essential skills D) As a source of data to minimize human error E) A tool to fill the gaps in a skill set Answer: A Explanation: A) Technology makes communication more efficient by reducing the time and effort needed to create, transmit, and consume messages. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

60) Which of the following best describes the information technology paradox? A) The generation that created technology is least likely to use it correctly. B) Information tools can waste as much time as they save. C) The more an organization spends on technology the more profitable it will be. D) The more technology is used to communicate, the stronger personal relationships become. E) Technology is now the most efficient method in managing text-heavy communications. Answer: B Explanation: B) Facebook, Twitter, YouTube, and other technologies are key parts of what has been called the information technology paradox, in which information tools can waste as much time as they save. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 61) Which of the following can improve real-time collaboration within an organization? A) Neural networks B) Networks running from a fixed location C) Machine learning D) Computer vision E) Internal social networks Answer: E Explanation: E) Many companies now have private, internal social networks that are restricted to employees and selected business partners. These private systems are often enhanced with shared file access, group messaging, and real-time collaboration capabilities for brainstorming, reviewing and revising documents and virtual meetings. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Application AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

62) Which of the following is a potential challenge while using mobile communication technologies? A) Businesses have many more apps for collaboration and problem diagnosis. B) Employers expect increased productivity and availability. C) Reading and writing on small screens is more difficult. D) Smartphones are more private than computers. E) Intelligent communication technology can replace the need for face-to-face communication. Answer: C Explanation: C) Documents that are easy to read on paper or on large screens can become quite difficult to read on a smartphone and the more difficult the reading experience the more likely that readers will misinterpret the message or simply stop reading. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Application AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 63) Which of the following best describes how intelligent communication technology (ICT) is used in contemporary communication? A) Using artificial intelligence to determine the most practical outcomes to a problem B) Using artificial intelligence to enhance the communication experience C) The ability to allow artificial intelligence to modify your writing and design experience D) The ability to use artificial intelligence to make devices smaller and more portable E) The ability to use artificial intelligence to access a company's information networks Answer: B Explanation: B) ICT uses artificial intelligence to enhance the communication experience. Forms of AI are used extensively in business and business communication and firms such as Amazon, Apple, Facebook, and Google already rely on AI to deliver their services. Difficulty: Difficult LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

64) Which of the following AI methods emulates information processing in the brain? A) Neural networks B) Strong AI C) Narrow AI D) Processors E) Deep learning Answer: A Explanation: A) An AI method involving neural networks emulates the function of neurons in the brain, and makes AI much more powerful. Difficulty: Difficult LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Synthesis AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 65) Which of the following is a potential advantage of improved mobile tools for the workplace? A) Increased security controls B) More ethical communication C) Standardized writing D) Minimized distractions E) Enhanced productivity Answer: E Explanation: E) Mobile tools can enhance productivity and collaboration by making it easier for employees to stay connected and giving them access to information and work tasks during forced gaps in the workday or while traveling. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

66) When used well, communication technology can A) increase expertise in an organization. B) limit crisis communication. C) reduce time needed for research. D) improve decision making and problem solving. E) decrease corporate security issues. Answer: D Explanation: D) Mobile connectivity can accelerate decision making and problem solving by putting the right information in the hands of the right people at the right time. Difficulty: Difficult LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 67) Which of the following gives computers the ability to understand unpredictable language, based on the way humans speak and write? A) Computer vision B) Machine learning C) Natural language processing D) Narrow AI E) Deep learning Answer: C Explanation: C) Natural language processing gives computers the ability to understand language in the often-unpredictable, or "natural", ways humans speak and write and to manipulate language in useful ways. This converts speech to text, analyzing text to extract intended meaning, and generates written or oral output. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world

68) Which of these is one of the potential benefits of communication technology? A) Removing the need to carefully craft messages which will be sent on mobile devices B) Assisting in the decision-making process by guiding communicators through complex sets of data C) Controlling operating costs through the use of nontraditional work models D) Eliminating the need for traditional standards of grammar, punctuation, and spelling when writing messages E) Minimizing device size and increasing portability Answer: B Explanation: B) Technology brings a wide variety of benefits to business communications, including assisting communicators with decision-making by guiding them through complex sets of data and improving research tools so information can be applied. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Describe the opportunities and challenges of communicating in a diverse world 69) You can help to reduce information overload if you avoid sending unnecessary messages. Answer: TRUE Explanation: As a sender, you can reduce information overload by making sure you don't send unnecessary messages. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 70) Technology increases the number of communication barriers, limiting the number of people who can participate in the communication process. Answer: FALSE Explanation: Technology brings a wide variety of benefits to business communication and can remove communication barriers so more people can participate in the communication process more easily. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

71) Technology should be considered an aid to communication, not a replacement for it. Answer: TRUE Explanation: Any technology is simply a tool, a means by which you can accomplish certain tasks. Technology is an aid to communication, not a replacement for it, and it can get in the way if not used thoughtfully. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 72) How can the overuse or misuse of communication technology become a barrier to effective communication? Answer: The overuse or misuse of communication technology can lead to information overload, in which people receive more information than they can effectively process. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Concept AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications 73) How can mobile connectivity become an essential part of the digital workplace? Answer: Mobile connectivity can give workers and companies greater flexibility, enhance productivity and collaboration, and create more-engaging experiences for customers and other users. Rather than being an accessory to a traditional computer, mobile devices are now the primary interface that connects employees to the company's information networks. Difficulty: Moderate LO: 1.4: Identify five major benefits of business communication technology and three major innovations that are reshaping the practice of communication. Skill: Application AACSB: Information technology Learning Outcome: Discuss the challenges and importance of business communications

74) Which of the following is another name for the accepted principles of right and wrong that govern decision making and action within a culture? A) Leadership B) Transparency C) Ethics D) "You" attitude E) Emotional intelligence Answer: C Explanation: C) Ethics are the accepted principles of right and wrong that govern decision making and action within a culture. Ethical behavior is a companywide concern, but because communication efforts are the public face of a company, they are subjected to particularly rigorous scrutiny from regulators, legislators, investors, consumer groups, environmental groups, labor organizations, and anyone else affected by business activities. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 75) What is the concept of communicating openly to give all participants access to the information they need to accurately process the messages they receive? A) Stealth marketing B) Ethical dilemma C) Promotional communication D) Ethical auditing E) Transparency Answer: E Explanation: E) The widespread adoption of social media has increased the attention given to the issue of transparency, which in this context refers to a sense of openness and giving all participants in a conversation access to the information they need to accurately process the messages they are receiving. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

76) Which of the following represents a decision scenario in which the alternatives are not clearcut, such as when someone is forced to choose between two options that are both ethical and valid? A) An ethical dilemma B) Transparency C) An ethical lapse D) Stealth marketing E) An ethics audit Answer: A Explanation: A) An ethical dilemma involves choosing among alternatives that aren't clear-cut. Perhaps two conflicting alternatives are both ethical and valid, or perhaps the alternatives lie somewhere in the gray area between clearly right and clearly wrong. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 77) Which of the following can help employees determine the right course of action to take in an ethical dilemma? A) Intelligent communication technology B) Promotional communication C) A code of ethics D) Transparency E) Empowerment Answer: C Explanation: C) Many companies establish an explicit ethics policy by using a written code of ethics to help employees determine what is acceptable. A code is often part of a larger program of employee training and communication channels that allow employees to ask questions and report instances of questionable ethics. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

78) Why are bloggers legally required to let readers know if companies have compensated them for product reviews? A) To prevent plagiarizing information provided by bloggers B) To ensure no copyright laws were violated C) To maintain the privacy needs of the blogger D) To promote transparency and ethics in social media reviews E) To increase the instances of ethical dilemmas between the blogger and the organization Answer: D Explanation: D) The widespread adoption of social media has increased the attention given to the issue of transparency, which in this context refers to a sense of openness and giving all participants in a conversation access to the information they need to accurately process the messages they are receiving. These laws address such issues as product reviews written by bloggers who receive compensation from the companies involved, false and deceptive advertising, misleading or inaccurate labels on product packages, and bait-and-switch tactics. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 79) Which of the following includes patents, copyrighted material, and trade secrets? A) Contracts B) Stealth marketing C) Ethics audits D) Transparency E) Intellectual property Answer: E Explanation: E) In an age when instant global connectivity makes copying and retransmitting electronic files effortless, the protection of intellectual property has become a widespread concern. Intellectual property (IP) includes patents, copyrighted materials, trade secrets, and even Internet domain names Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

80) Which type of communication includes false statements others that damage character or reputation? A) Defamation B) Transparency C) Intellectual D) Promotional E) Stealth Answer: A Explanation: A) Negative comments about another party raise the possibility of defamation, the intentional communication of false statements that damage character or reputation. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 81) When governments work to ensure consumers know who is behind the information they receive through social media, what is the government promoting? A) Native advertising B) Transparency C) Compensation for reviews D) Intellectual property rights E) Libel Answer: B Explanation: B) Governments around the world are taking steps to help ensure that consumers and other parties know who is behind the information they receive, particularly when it appears online. This is done through transparency requirements and laws. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

82) Which of the following refers to advertising material designed to look like regular news stories or articles? A) Transparency B) Stealth marketing C) Deep fakes D) Distortion E) Native advertising Answer: E Explanation: E) Native advertising, also known as sponsored content, is advertising material that is designed to look like regular news stories, articles, or social media posts. This must be labeled as sponsored content if it is likely to mislead consumers into thinking it is anything other than an ad. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 83) Which of the following best describes plagiarism? A) Legal protection for creative products B) Using deceptive sound and video files as proof C) Flexibility in the use of others' creative work D) Presenting someone else's words or creative product as your own E) Creating material that is designed to look like a regular news story or ad Answer: D Explanation: D) Plagiarism is presenting someone else's words or other creative products as your own. Plagiarism can be illegal if it violates a copyright, which is a legal form of protection for the originator of the content. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

84) Product designs, patents, and logos are a subset of intellectual property known as A) promotional products. B) bait-and-switch property. C) industrial property. D) endorsed products. E) workplace hazards. Answer: C Explanation: C) Intellectual property includes copyrighted materials as well as industrial property such as patents, product designs, and logos. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 85) When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse. Answer: FALSE Explanation: When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical dilemma not an ethical lapse. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Concept AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 86) Ethical communication is true in every sense and includes all relevant information. Answer: TRUE Explanation: Ethical communication includes all relevant information, is true in every sense, and is not deceptive in any way. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

87) Discuss three areas of unethical communications. Answer: Unethical communication can take several forms: withholding information, distorting information, and plagiarizing. Plagiarism is presenting someone else's words or other creative product as your own. Information is essential if your audience needs it to make an intelligent, objective decision. Withholding information is unethical and could also be illegal in certain circumstances. The third type of unethical communication is distorting information, which is distorting or hiding the true intent of someone else's words. Difficulty: Difficult LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Synthesis AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 88) Briefly explain the difference between an ethical dilemma and an ethical lapse. Answer: You face an ethical dilemma when you must choose between two or more conflicting alternatives that are not completely right or completely wrong. An ethical lapse, on the other hand, occurs when you make a choice that is clearly unethical and or illegal. An ethical dilemma can lead to an ethical lapse but doesn't necessarily do so. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Critical Thinking AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 89) Discuss plagiarism and how to ensure it does not occur. Answer: Plagiarism is presenting someone else's words or other creative product as your own. Plagiarism can be illegal if it violates a copyright which is a form of legal protection for the originators of creative content. Plagiarism standards and copyright law does not mean you can never use someone else's work. However, you must use it ethically and legally, including properly documenting your sources, clearly labeling anyone else's words and images as theirs, and using only minor portions, such as brief quotations. Difficulty: Moderate LO: 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list five guidelines for making ethical communication choices. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

90) Which of the following is likely to be the single most important asset you can polish as you begin your career? A) Social responsibility B) Communication skills C) Collaboration D) Data literacy E) Information technology Answer: B Explanation: B) Communication skills are the single most important asset you can polish as you launch and manage your career. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 91) Which of the following can be used to define and solve problems and make decisions or form judgements about a situation or set of circumstances? A) Critical thinking B) Deep learning C) Ethical dilemma D) Transparency E) Intellectual property Answer: A Explanation: A) Experts say that critical thinking is one of the skills that are vital for success in tomorrow's workplace. In many of the assignments and activities, you will need to define and solve problems and make decisions or form judgments about a situation or set of circumstances using critical thinking skills. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

92) In addition to communication skills, which of the following do experts say are vital for success in tomorrow's workplace? A) Brainstorming B) AI C) Channeling D) Providing feedback E) Critical thinking Answer: E Explanation: E) Experts say that critical thinking is one of the skills that are vital for success in tomorrow's workplace. In many of the assignments and activities, you will need to define and solve problems and make decisions or form judgments about a situation or set of circumstances using critical thinking skills. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 93) Which of the following includes the ability to access, interpret, manipulate, and communicate data? A) AI B) Information technology C) Word processing D) Data literacy E) Social responsibility Answer: D Explanation: D) There will be many opportunities to fine-tune data literacy skills, which include the ability to access, assess, interpret, manipulate, summarize, and communicate data. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

94) Which of the following skills involves completing projects and activities using wordprocessing apps, spreadsheets, presentation software, and AI tools? A) Knowledge application and analysis B) Ethical lapse C) Information technology skills D) Collaboration E) Social responsibility Answer: C Explanation: C) Information technology skills allow students to work on projects and activities that build skills with technology including work-processing apps, spreadsheets, presentation software, messaging systems, and AI tools. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 95) Which of the following best describes the ability to learn a concept in class, and then apply that knowledge to the job? A) Deep knowledge B) Knowledge application and analysis C) Critical thinking D) Data literacy E) Collaboration Answer: B Explanation: B) Knowledge application and analysis is the ability to learn a concept and then apply that knowledge to other challenges. This is a skill that employers value highly. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

96) Which of the following best describes the process of working with others to achieve a goal? A) Ethics B) Promotional communication C) Transparency D) Social responsibility E) Collaboration Answer: E Explanation: E) During your education, you will have various opportunities to work with classmates on reports, presentations, and other projects using the process of collaboration. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 97) Knowledge application is used to define and solve problems, and make decisions about a situation or set of circumstances. Answer: FALSE Explanation: Critical thinking is used in the process of defining and solving problems and making decisions and forming judgments about a situation or set of circumstances. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 98) Data literacy is the ability to use technology such as word-processing, spreadsheets and presentation software. Answer: FALSE Explanation: Data literacy is the ability to access, assess, interpret, manipulate, summarize, and communicate data. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

99) Employers highly value the ability to apply a learned concept to other challenges on the job. Answer: TRUE Explanation: Knowledge application and analysis is the ability to learn a concept and then apply that knowledge to other challenges, and this is a skill that is highly valued by employers. Difficulty: Moderate LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications 100) Identify skills in addition to communication skills you can learn from this text that experts say will be vital for success in tomorrow's workplace. Answer: Communication skills are the single most important asset you can polish as you launch and manage your career. Additionally, experts say critical thinking, collaboration, knowledge application and analysis, business ethics and social responsibility, information technology and data literacy will be vital for success in tomorrow's workplace. Difficulty: Difficult LO: 1.6: Identify six related skills that you will have the opportunity to develop as you work on your communication skills in this course. Skill: Application AACSB: Ethical understanding and reasoning Learning Outcome: Discuss the challenges and importance of business communications

Business Communication Today, 15e (Bovee/Thill) Chapter 2 Collaboration, Interpersonal Communication, and Business Etiquette 1) Which of the following requires working together to meet complex challenges and is a key skill in a wide variety of professions? A) Collaboration B) Committees C) Participative management D) Groupthink E) Norms Answer: A Explanation: A) Collaboration is working together to meet complex challenges and is a prime skill expected in a wide range of professions. It's a virtual guarantee that you will need to collaborate in at least some of your work activities. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 2) In participative management, A) employees are involved in the company's decision-making. B) all top-level managers participate in profit sharing. C) teams are discouraged in favor of individual achievement. D) an authoritarian management model is used. E) all problems are resolved by committee. Answer: A Explanation: A) Participative management's goal is to improve decision-making and efficiency by including employees in the decision-making process. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

3) Which of the following is one of the advantages of using cross-functional teams for problem solving? A) They have a long life span and can become part of the organization. B) The diversity of teams and experiences can lead to better decisions. C) They can lead to increased participative management. D) There can be increased harmony as decisions are simplified. E) There will be clearly developed norms and standards of conduct. Answer: B Explanation: B) Problem-solving teams and task forces assemble to resolve specific issues and then disband when their goals have been accomplished. Such teams are often cross-functional, pulling together people from a variety of departments who have different areas of expertise and responsibility. The diversity of opinions and experiences can lead to better decisions, but competing interests can lead to tensions that highlight the need for effective communication. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 4) Which of the following is one of the disadvantages of teams? A) Protected information and knowledge B) Diversity of views C) Hidden agendas D) Decreased acceptance of a solution E) Lower performance levels Answer: C Explanation: C) Some team members may have a hidden agenda—a private, counterproductive motive, such as a desire to take control of the group, to undermine someone else on the team, or to pursue a business goal that runs counter to the team's mission. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

5) A ________ is a permanent team and typically deals with regularly recurring tasks. A) task force B) work group C) committee D) problem-solving team E) silo Answer: C Explanation: C) Committees are permanent teams that usually have a long life span and deal with regularly recurring tasks. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 6) Which of the following is an informal standard of conduct shared between group members, guiding member behavior? A) Groupthink B) Agenda C) Orientation D) Norm E) Alliance Answer: D Explanation: D) Productive teams tend to develop clear norms, informal standards of conduct that members share and that guide member behavior. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

7) Which type of team member role is most likely to focus on work quality and productivity to help a team reach its goals? A) Team maintenance B) Performing C) Self-oriented D) Diverting E) Task-oriented Answer: E Explanation: E) Task-oriented roles focus on work quality and productivity, getting the team's work done on time and on budget. They can include providing technical expertise, suggesting new ideas, integrating ideas, and keeping the team on schedule. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 8) In addition to functional skills, which of the following does someone who focuses on the team-maintenance role provide for a team? A) Interpersonal and social aspects of teamwork B) Time management skills C) Procedure setting D) Leadership E) Establishing and enforcing roles Answer: A Explanation: A) Team-maintenance roles focus on the interpersonal and social aspects of being on a team, such as enforcing team norms, ensuring that everyone's voice can be heard, encouraging participation, compromising, and mediating in disputes. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

9) Groupthink refers to A) team members supporting decisions they really don't believe in. B) the four-step decision-making process in groups. C) software programs that help groups make decisions. D) the basic rules that underlie a group's behavior and guide the group to make its decisions. E) aligning all schedules and meeting arrangements for the group. Answer: A Explanation: A) Groupthink occurs when peer pressure causes individual team members to withhold contrary opinions and to go along with decisions they don't really believe in. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 10) During which phase of team development do team members discuss their opinions on a topic and become assertive in establishing their roles? A) Forming B) Storming C) Norming D) Performing E) Adjourning Answer: B Explanation: B) In the storming phase, team members begin to discuss their positions and become more assertive in establishing their roles. Disagreements and uncertainties are natural in this phase. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

11) A hidden agenda refers to A) a meeting agenda that is not revealed to others outside the meeting group. B) private, counterproductive motives, which are concealed from the rest of the group. C) an agenda that members must look for before they can attend a meeting. D) an approach to group dynamics that helps facilitate group functioning. E) establishing roles within a group. Answer: B Explanation: B) A hidden agenda is a private, counterproductive plan or motives harbored by one member of the group but unknown to the rest of the group. An example of a hidden agenda would be a team member who conceals his plans to depose the group leader and take over leadership of the group. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Discuss the challenges and importance of business communications 12) Which of the following approaches to conflict will allow all sides to satisfy at least part of their goals and minimize losses for everyone? A) Norming B) Maintenance C) Win-win D) Win-lose E) Lose-lose Answer: C Explanation: C) Destructive conflict can lead to win-lose or lose-lose outcomes, in which one or both sides lose to the detriment of the entire team. If you approach conflict with the idea that both sides can satisfy their goals to at least some extent (a win-win strategy), you can minimize losses for everyone. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

13) Which of the following can be used to establish common ground as a method of conflict resolution? A) Have those involved in the conflict discuss issues on a regular basis. B) Encourage members to get feelings out in the open. C) Move those who have conflicts to other work of the team. D) Determine what everyone agrees on and use that as a foundation for a solution. E) Insist on fair outcomes instead of following the rules. Answer: D Explanation: D) Figure out what everyone does agree on, then use that foundation to build a solution. For example, if people disagree about the team's goals, dig deeper and find out if they agree about the company's overall goals and strategies. If they agree at that level, you can use that to launch a discussion about how to shape team goals that support the company's goals. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 14) ________ refers to working together to meet complex challenges. A) Professionalism B) Collaboration C) Groupthink D) Psychological safety E) Task orientation Answer: B Explanation: B) Collaboration (working together to solve complex problems) is an essential skill for knowledge workers in every profession. Difficulty: Easy LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

15) ________ refers to the interactions and processes that take place among the members of a team. A) Group dynamics B) Process reconciliation C) Collaboration D) Norming E) Content management Answer: A Explanation: A) Group dynamics comprise the interactions and processes that take place among the members of a team. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 16) ________ are informal standards of conduct that members share and that guide member behavior. A) Norms B) Accommodations C) Unified communications D) Networks E) Workflows Answer: A Explanation: A) Productive teams tend to develop clear norms, which are informal standards of conduct that members share and that guide the behavior of the team's members. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 17) Conflict between persons or groups in an organization is always destructive and must be avoided at all costs. Answer: FALSE Explanation: Conflict can be constructive or destructive. If conflict serves to bring critical team issues and concerns to light, it is considered constructive. If for any reason conflict diverts the team from its objectives, it is termed destructive. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 8 Copyright © 2021 Pearson Education, Inc.

18) Conflict can be a constructive part of teamwork. Answer: TRUE Explanation: Although the term conflict sounds negative, conflict isn't necessarily bad. Conflict can be constructive if it forces important issues into the open, increases the involvement of team members, and generates creative ideas for solving a problem. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 19) Task-orientated roles focus on work quality and productivity and can include technical expertise, integrating diverse ideas, and keeping the team on schedule. Answer: TRUE Explanation: Task-oriented roles focus on work quality and productivity, getting the team's work done on time and on budget. They can include providing technical expertise, suggesting new ideas, integrating diverse ideas, exploring options, and keeping the team on schedule. Difficulty: Moderate LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 20) Briefly explain why the ability to work effectively in teams is so important in business. Answer: Companies look for employees who work well in teams for a number of reasons, but primarily because successful teams improve productivity, creativity, employee involvement, and even job security. Teams also involve employees in company decision-making through participative management. Difficulty: Difficult LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

21) Identify five steps that can be used to overcome the inherent limitations of virtual collaboration. Answer: 1. Keep teams as small as possible. Virtual teams can run into trouble if their size grows past 10 or so people. 2. Use the best collaboration technology available. The tools can range from simple text messaging to elaborate collaboration platforms. 3. Clarify the purpose of each tool. Make sure that each kind of communication is conveyed via one designated channel. 4. Take special care with isolated members. If most of the team is co-located and a few members are remote, assign responsibility to someone in the local team for keeping remote members in the loops. 5. Don't rely solely on written communication. Phone or initiate video chats to maintain a more personal connection. Difficulty: Difficult LO: 2.1: Describe the characteristics of effective teams, outline five steps for resolving team conflict, and offer advice on working in virtual teams. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 22) Which of the following best describes full collaboration within a team? A) Working together from planning to final production B) Proofreading each other's work C) Revising the work of another writer D) Providing a general review of the leader's work E) Ensuring technical accuracy of a technical writing piece Answer: A Explanation: A) Full collaboration involves working together from planning the message to final production. This sort of partnership can bring together a diverse range of talents, insights, and experiences. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

23) Which of the following should be the focus of constructive feedback? A) Ensuring each task is moving as expected B) Reviewing the process and outcomes of communication, rather than personal failings C) Mapping out how the work will be done D) Determining each group members strengths before assigning tasks E) Identifying the best tools to use in order to complete the project Answer: B Explanation: B) Collaborative communication often involves giving and receiving feedback about writing efforts. Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 24) Which of the following can be used to define how content can be created, edited, and published with features such as version control and workflow? A) Social networks B) Wikis C) Content management systems D) Virtual communities E) Communities of shared practices Answer: C Explanation: C) Content management systems help companies that produce a high volume of digital information for both internal and external distribution. These systems often include features such as version control and workflow features that define how content can be created, edited, and published. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Application AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

25) Which of the following is one of the benefits of using a wiki for collaborative writing? A) Accuracy of material B) Workflow features define how content can be created, edited, and published. C) Unified communication tools can be integrated. D) Anyone with access can add new material and edit existing material. E) Files can only be changed with permission. Answer: D Explanation: D) A key benefit of wikis is the freedom to post new or revised material without prior approval. Anyone with access can add new material or edit existing material. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 26) Which of the following can be used to help teams with scheduling data collections, and other routine chores? A) Communities of practice B) Virtual communities C) Change tracking software D) Chatbots E) Taskbots Answer: E Explanation: E) Taskbots can assist teams with scheduling, data collection, document distribution, and other routine chores to give teams more time to focus on work. Some can guide online discussions and project update meetings. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

27) Which of the following collaboration platforms is used to allow all group members access to the same resources and information, often through the use of intranets or extranets? A) Virtual offices B) Wikis C) Clouds D) Communities of practice E) Unified communications Answer: A Explanation: A) Shared workspaces are online "virtual offices" that give everyone on a team access to the same set of resources and information. You may see some of these workspaces referred to as intranets (restricted-access websites that are open to employees only) or extranets (restricted sites that are available to employees and to outside parties by invitation only). Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 28) When an organization links employees with others who have a similar professional interest, what type of network has been developed? A) Knowledge organization B) Communities of practice C) Intranet D) Multimedia E) Unified Answer: B Explanation: B) Some companies use social networks to form virtual communities or communities of practice that link employees with similar professional interests throughout the company and sometimes with customers and suppliers as well. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

29) Which of the following is the integration of capabilities such as video conferencing, instant messaging, and real-time collaboration software in a single system? A) Fixed web collaboration B) Cloud computing C) Unified communication D) Online brainstorming E) Social networking Answer: C Explanation: C) An important aspect of mobile collaboration and mobile communication in general is unified communication, which integrates such capabilities as voice and video calling, voice and video conferencing, instant messaging, and real-time collaboration software into a single system. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 30) Which of the following is a type of feedback designed to focus on the process and outcome of the communication rather than the people involved? A) Unified B) Destructive C) Parliamentary D) Constructive E) Content Answer: D Explanation: D) Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. Difficulty: Easy LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

31) Which of the following should be the focus of constructive feedback? A) Suggested changes B) Flaws in the writer's arguments C) Providing personal feedback D) General behaviors E) Controllable behavior Answer: E Explanation: E) The writer may not have control over every variable that affected the quality of the message, so focus on those aspects the writer can control. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 32) Writing for websites often involves the use of ________, which organize and control content and support teamwork. A) wikis B) shared workspaces C) word processing software D) content management systems E) chatbots Answer: D Explanation: D) Content management systems organize and control website content and include features that help team members work together on webpages and other documents. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Application AACSB: Information technology Learning Outcome: Plan and prepare business messages

33) When planning collaborative messages, A) determine who will take the lead on each task. B) begin by letting all members "do their own thing" and then seeing what they all produce. C) let all members use their own preferred software. D) make the team as large as possible so that every possible area of expertise will be covered. E) assign sections of the research and writing to each group member at the beginning of the process. Answer: A Explanation: A) When structuring a collaborative writing project, is it important to make sure the projects goals are clear and agreed on, and to map out how the work will be done, including who will take the lead on each tasks. Difficulty: Difficult LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Interpersonal relations and teamwork Learning Outcome: Plan and prepare business messages 34) Social networking technologies can help a company create virtual communities of practice that A) allow employees to develop new workplace skills that replace workgroup messaging systems. B) encourage disgruntled employees to share their frustrations. C) discourage socializing so that individual employees can get their work done. D) link employees to others with similar professional interests throughout the organization. E) share information with employees and selected outside parties by invitation only. Answer: D Explanation: D) Some companies use social networking technologies to create virtual communities of practice that link employees with similar professional interests throughout a company; they sometimes link employees with customers and suppliers, as well. Sites such as LinkedIn and Xing link people together in a particular business community. For example, professional orchestra musicians may keep in touch with one another and the trends and opportunities in their vocation through LinkedIn, monitoring such things as job opportunities, concert schedules, and gossip on their virtual community. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

35) Which of the following delivers criticism with no guidance to stimulate improvement? A) Intuitive feedback B) Circular feedback C) Open feedback D) Destructive feedback E) Constructive feedback Answer: D Explanation: D) Constructive feedback focuses on the process and outcomes of communication. In contrast, destructive feedback delivers criticism without any information about what went wrong or how to improve. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 36) An important aspect of mobile communication in the workplace is ________, which integrates voice, video, instant messaging, and real-time collaboration into a single system. A) constructive feedback B) unified communication C) the silo effect D) use of wikis E) virtual teaming Answer: B Explanation: B) Unified communication, which integrates voice and video calling/conferencing, instant messaging, and real-time collaboration software in a single system, can improve response times, productivity, and collaboration efforts. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 37) The outcome of collaborative writing is usually inferior to what a single individual can produce. Answer: FALSE Explanation: The collective energy and expertise of the various team members can produce results that transcend what each individual could do alone. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Plan and prepare business messages 17 Copyright © 2021 Pearson Education, Inc.

38) Mobile devices aren't particularly useful for collaborative writing and other workplace communication projects. Answer: FALSE Explanation: Mobile devices add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 39) When receiving constructive feedback, you should always defend your work to maintain your professional credibility. Answer: FALSE Explanation: When you receive constructive feedback, resist the understandable urge to defend your work or deny the validity of the feedback. Good feedback provides a valuable opportunity to learn and to improve the quality of your work. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 40) Destructive feedback should focus criticism on the process and outcomes. Answer: FALSE Explanation: Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. In contrast, destructive feedback delivers criticism with no guidance to stimulate improvement. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

41) Discuss the concept of unified communication as it applies to mobile communication and collaboration. Answer: Today's mobile systems can do virtually everything that fixed-web collaboration systems can do, from writing on virtual whiteboards to sharing photos, videos, and other multimedia files. Therefore, they add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing. Given the flexibility of mobile devices, however, an important aspect of mobile collaboration and communication in general is unified communication, which integrates such capabilities as voice and video calling/conferencing, instant messaging, and real-time collaboration software in a single system. By minimizing or eliminating the need to manage multiple communication systems and devices, unified communication can improve response times, productivity, and collaboration. Difficulty: Difficult LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication 42) What is the advantage of building a unified communication system into a mobile collaboration process? Answer: An important aspect of mobile collaboration and mobile communication in general is unified communication, which integrates such capabilities as voice and video calling, voice and video conferencing, instant messaging, and real-time collaboration software into a single system. By minimizing or eliminating the need to manage multiple communication systems and devices, unified communication promises to improve response times, productivity, and collaboration efforts. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

43) How can mobile devices enhance the collaborative writing and project process? Answer: Mobile devices add another layer of options for collaborative writing and other communication projects, particularly when used with cloud computing. Today's mobile systems can do virtually everything that fixed-web collaboration systems can do, from writing on virtual whiteboards to sharing photos, videos, and other multimedia files. Mobility lets workers participate in online brainstorming sessions, seminars, and other formal or informal events from wherever they happen to be at the time. This flexibility can be particularly helpful during the review and production stages of major projects, when deadlines are looming and decisions and revisions need to be made quickly. Difficulty: Difficult LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 44) Discuss the difference between constructive and destructive feedback and include suggestions for making feedback more meaningful. Answer: Good feedback provides a valuable opportunity to learn and to improve the quality of your work. Constructive feedback, sometimes called constructive criticism, focuses on the process and outcomes of communication, not on the people involved. In contrast, destructive feedback delivers criticism with no guidance to stimulate improvement. For example, "This proposal is a confusing mess, and you failed to convince me of anything" is destructive feedback. The goal is to be more constructive: "Your proposal could be more effective with a clearer description of the manufacturing process and a well-organized explanation of why the positives outweigh the negatives." When giving feedback, avoid personal attacks and give the person clear guidelines for improvement. Difficulty: Moderate LO: 2.2: Offer guidelines for collaborative communication, explain what it means to give constructive feedback, and identify major collaboration technologies. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

45) Which of the following should be defined before shaping the direction and content of a meeting? A) Best possible results of the meeting B) Participants C) Venue D) Time E) Agenda Answer: A Explanation: A) Meetings can focus on exchanging information, reaching decisions, or collaborating to solve problems or identify opportunities. Whatever your purpose, define the best possible result of the meeting. Use this hoped-for result to shape the direction and content of the meeting. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 46) Which of the following is an advantage of distributing a written agenda to meeting participants before the meeting takes place? A) They will know if their attendance is important. B) They will better understand the goals of the meeting. C) The discussion is more likely to stay on track. D) There will be increased participation among all attendees. E) Parliamentary procedures will not need to be used or followed. Answer: B Explanation: B) Distribute a carefully written agenda to participants, giving them enough time to prepare as needed. A productive agenda answers three key questions: (1) What do we need to do in this meeting to accomplish our goals? (2) What issues will be of greatest importance to all participants? (3) What information must be available in order to discuss these issues? Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

47) Which of the following is one of the key responsibilities of a meeting leader? A) Offering opinions before allowing others to participate B) Reading the agenda at the meeting C) Keeping the discussion on track D) Limiting participation of members E) Taking minutes of the meeting Answer: C Explanation: C) A good meeting draws out the best ideas and information the group has to offer. Good leaders occasionally need to guide, mediate, probe, stimulate, summarize, and redirect discussions that have gotten off track. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 48) Which of the following procedures can be used to run and maintain order in a formal meeting? A) Cross-functional B) Constructive C) Unified D) Parliamentary E) Fixed Answer: D Explanation: D) The larger the meeting, the more formal you need to be to maintain order. Formal meetings use parliamentary procedure, a time-tested method for planning and running effective meetings. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

49) When acting as a leader of a meeting, how can you contribute to the meeting's progress? A) Avoid using parliamentary procedures B) Offer an opinion prepared on every agenda item C) Ask questions often D) Demonstrate your knowledge of the subject E) Encourage and moderate participation Answer: E Explanation: E) Some people like to think out loud, using discussion to help clarify their own thoughts. Others prefer to finalize their thoughts before speaking. Effective meeting leaders need to accommodate both styles, in addition to making sure that people who may not feel comfortable speaking up or who have been interrupted by more assertive participants have the chance to be heard. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 50) Which of the following is the most important to cover in the close of a meeting? A) Remind participants what follow-up work is needed B) Use a mobile device to send minute notes C) Close out work on unrelated tasks D) Parliamentary procedure guidelines E) Set the date for the next meeting Answer: A Explanation: A) At the conclusion of the meeting, verify that the objectives have been met or arrange for follow-up work, if needed. Summarize the general conclusion of the discussion and any actions that need to be taken. Make sure all participants have a chance to clear up any misunderstandings. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

51) Which of the following can be used by participants to verify key ideas and other information after the close of a meeting? A) Robert's Rules of Order B) Meeting minutes C) An agenda D) Follow-up meetings E) Unified procedures Answer: B Explanation: B) The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 52) Which of the following should be a priority when recording meeting minutes? A) A list of agenda items B) Those who voiced opinions C) Key information and assigned responsibilities D) Identification of those who did not contribute E) Effective use of Robert's Rules of Order Answer: C Explanation: C) The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

53) When preparing for meetings, which of the following will help improve meeting productivity? A) Encouraging participation B) Putting the meeting results to immediate use C) Distributing meeting minutes to participants and other interested parties D) Making sure the meeting is necessary E) Requiring all attendees to participate fully Answer: D Explanation: D) To improve meeting productivity, the leader should prepare carefully be making sure the meeting is necessary, deciding on the purpose, selecting participants carefully, and establishing and distributing a clear agenda. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 54) Which of the following is one of the ways to effectively lead and improve meeting productivity? A) Distribute minutes B) Incorporate technology C) Require all participants to contribute D) Choose the venue and time E) Encourage and moderate participation Answer: E Explanation: E) To lead effectively and participate fully in a meeting, keep the meeting on track, follow agreed-on rules, encourage and moderate participation, participate actively, don't interrupt, use mobile devices respectfully, and close effectively. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Critical Thinking AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication

55) Which of the following is one way to put the results of a meeting to effective use? A) Make sure the task assignments are clearly communicated B) Set an agenda C) Keep the meeting on track D) Decide the purpose E) Encourage participation Answer: A Explanation: A) To put the results of a meeting to effective use, task assignments should be clearly communicated and meeting minutes should be distributed to participants and other interested parties. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Application AACSB: Reflective thinking Learning Outcome: Describe best practices in team and interpersonal communication 56) Which of the following best describes a meeting in which people join in from two or more locations with the aid of communication technology? A) Real-time communication B) Podcast C) Mobile D) Hologram E) Virtual meeting Answer: E Explanation: E) Virtual meetings are meetings in which people join in from two or more locations and connect via some form of communication technology. Such meetings are common in business today, so it's important to know how to run a virtual meeting and how to get the most out of one as a participant. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

57) Which of the following will aid in the effectiveness of a virtual meeting that will cover complex topics, have strong emotional components, or require interactive participation? A) Holograms B) Agendas C) Meeting minutes D) Podcasts E) Video links Answer: E Explanation: E) Teleconferencing is an easy and inexpensive choice that works well for many routine meetings. However, if the meeting will cover complex topics, explore issues with a strong emotional component, or require brainstorming or other interactive participation, some form of video link is highly desirable. Video supports a much wider range of nonverbal communication, and the ability to see one another helps new team members form closer bonds in less time. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 58) During a virtual meeting, which of the following can be done to minimize noise and other distractions? A) Ask participants to mute their audio if they are likely to generate distracting noises for any reason B) Ask each participant if they have questions before moving on to the next agenda item C) Ensure all participants have up-to-date versions of all meeting tools D) Provide study material to every participant one week before the meeting E) Make sure the meeting has a well-defined goal and discourage unrelated tasks Answer: A Explanation: A) Mute your audio input if you need to cough or otherwise make noise. Most systems have a microphone icon or mute button you can press. If you type to take notes, make sure noise from your keyboard won't distract others. If necessary, mute your audio while typing. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication

59) The use of parliamentary procedure A) tends to slow meetings down. B) contributes to dissent among participants. C) helps meetings run more smoothly. D) is only useful for meetings with more than a dozen participants. E) is required at every meeting. Answer: C Explanation: C) Parliamentary procedure is a tried-and-true method of running a meeting. Using parliamentary procedure often eliminates conflicts and minimizes resentment and misunderstandings. The advantage of parliamentary procedure is that it is a set of rules that everyone understands to be fair so there are no debates about how to resolve issues. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Describe best practices in team and interpersonal communication 60) Meetings that are a waste of time are rare in today's business environment. Answer: FALSE Explanation: As useful as meetings can be, they can be unproductive if they aren't planned and managed well. You can help ensure productive meetings by preparing carefully, conducting meetings efficiently, and using meeting technologies wisely. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Interpersonal relations and teamwork Learning Outcome: Discuss the challenges and importance of business communications 61) Teleconferencing and videoconferencing support a wide range of nonverbal communication. Answer: TRUE Explanation: Teleconferencing is an easy and inexpensive choice that works well for many routine meetings. However, if the meeting will cover complex topics, explore issues with a strong emotional component, or require brainstorming or other interactive participation, some form of video link is highly desirable. Video supports a much wider range of nonverbal communication, and the ability to see one another helps new team members form closer bonds in less time. Difficulty: Moderate LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Information technology Learning Outcome: Describe best practices in team and interpersonal communication

62) Meeting minutes are a summary of important information shared during a meeting and a record of decisions made. Answer: TRUE Explanation: The specific format of the minutes is less important than making sure you record all the key information, particularly regarding responsibilities that were assigned during the meeting. Difficulty: Easy LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Concept AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 63) Discuss four planning tasks when preparing for meetings. Answer: The first step in preparing for a meeting is to make sure the meeting is truly necessary. Second, define the meeting's purpose. Meetings can focus on exchanging information, reaching decisions, or collaborating to solve problems or identify opportunities. Whatever your purpose, define the best possible result of the meeting. Third, select participants for the meeting. The rule here is simple: Invite everyone who really needs to be involved, and don't invite anyone who doesn't. Fourth, choose the venue and the time. Online meetings are often the best way and sometimes the only way to connect people in multiple locations or to reach large audiences. For in-person meetings, review the facility and the seating arrangements. Fifth, set the agenda. The success of a meeting depends on the preparation of the participants. Distribute a carefully written agenda to participants, giving them enough time to prepare as needed A productive agenda answers three key questions: (1) What do we need to do in this meeting to accomplish our goals? (2) What issues will be of greatest importance to all participants? (3) What information must be available in order to discuss these issues? Difficulty: Difficult LO: 2.3: List the key steps needed to ensure productive meetings. Skill: Synthesis AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 64) Which of the following is the goal of content listening? A) To evaluate information B) To judge speaking style C) To identify limitations in the communication D) To understand and retain information E) To understand the feelings of the speaker Answer: D Explanation: D) The primary goal of content listening is to understand and retain the information in the speaker's message. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 29 Copyright © 2021 Pearson Education, Inc.

65) Which of the following is one of the goals of critical listening? A) To understand the information B) To retain the information of the speaker's message C) To determine level of expertise D) To understand the speaker's feelings and needs E) To evaluate the strength of the evidence presented Answer: E Explanation: E) The goal of critical listening is to understand and evaluate the meaning of the speaker's message on several levels: the logic of the argument, the strength of the evidence, the validity of the conclusions, the implications of the message, the speaker's intentions and motives, and the omission of any important or relevant points. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 66) What type of listening is best used to understand the speaker's feelings and point of view? A) Empathic B) Content C) Critical D) Active E) Passive Answer: A Explanation: A) The goal of empathic listening is to understand the speaker's feelings, needs, and wants so that you can appreciate his or her point of view, regardless of whether you share that perspective. Importantly, this style of listening gives the other person the freedom to share without fear of being judged or evaluated. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

67) Which listening style is being used when making a conscious effort to engage with others and turn off internal filters and biases in order to better understand what the speaker is saying? A) Persuasive B) Active C) Defensive D) Idle E) Ambient Answer: B Explanation: B) Active listening is making a conscious effort to engage with other people and to turn off your internal filters and biases in order to truly hear and understand what they are saying. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 68) Which of the following is an outcome of selective attention? A) Listening with increased attention B) Extensive questions C) Molding messages to fit personal beliefs D) Focusing more intently on the speaker E) Providing meaningful nonverbal feedback Answer: C Explanation: C) Selective attention and perceptual biases can lead listeners to mold messages to fit their own beliefs and conceptual frameworks. Listeners sometimes make up their minds before hearing the speaker's full message, or they engage in defensive listening—protecting their egos by tuning out anything that doesn't confirm their beliefs or their view of themselves. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Application AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication

69) Which of the following is a technique used by effective listeners to improve the active listening process? A) Passive listening B) Taking as few notes as possible C) Using the same style in all situations D) Staying focused on the speaker and content E) Identifying stylistic differences Answer: D Explanation: D) Effective listeners stay focused on the speaker and the content instead of letting their minds wander and becoming easily distracted or working on unrelated tasks. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication 70) Which of the following can be used to improve listening skills? A) Interrupt when you do not understand B) Minimize eye contact to avoid unnerving the speaker C) Multitask to keep your mind active D) Avoid nonverbal feedback E) Ignore stylistic differences and focus on the message Answer: E Explanation: E) An effective listener ignores stylistic differences and focuses on the speaker's message. They do not get distracted by or unduly influenced by stylistic differences and avoid being judgmental. Difficulty: Moderate LO: 2.4: Explain why listening is such a complex communication process, and describe three steps to becoming a better listener. Skill: Critical Thinking AACSB: Written and oral communication Learning Outcome: Describe best practices in team and interpersonal communication